Disaster Prevention Specialist

DoorDash USA•Tempe, AZ

21h•Hybrid

About The Position

We are seeking a Disaster Prevention Specialist to work alongside the Advanced Customer Escalations (ACE) team, stepping in on our most complex and high stakes customer experiences for Dashers and Consumers. As a Disaster Prevention Specialist, you're our frontline defense for customers on the verge of a broken experience. We hold ourselves to a high standard when things go wrong, but we know that some support journeys hit unexpected roadblocks and your job is to get them back on track. You'll own every challenge that lands in front of you, see it through to a successful resolution, and fuel our commitment to getting 1% better each day by identifying what went wrong and why. You bring a proven track record of strong execution and clear communication, and you're energized by the opportunity to tackle some of our most complex problems as part of a newly built program within our support organization. Once our offices reopen, this role will follow a hybrid structure, balancing time between working onsite and working from home.

Requirements

3 or more years of experience in account management, customer support, hospitality, or a related field
High School Degree or GED required
Hands on experience with Salesforce or similar CRM platforms and ability to interpret dashboards
Proficiency in Microsoft Suite and Google Suite
Solid command of Excel including building and maintaining complex spreadsheets
Experience working with SQL
Track record of advocating for customer experience within a team or initiative
You build relationships easily and earn trust quickly
You prioritize well and keep the most important things moving
You're creative and bring a fresh perspective to every challenge
You're energized by finding smarter ways to get things done

Nice To Haves

Bachelor's degree preferred

Responsibilities

Collaborate cross functionally to troubleshoot and resolve high impact issues for Consumers and Dashers
Partner with teams to uncover root causes and develop recommendations that prevent problems from recurring
Bring structure and solutions to ambiguous situations where the path forward isn't always defined
Build deep expertise in DoorDash's systems and tools to drive positive outcomes for our customers
Track and validate customer feedback to influence meaningful updates to our products and tools